Customer Service Coordinator

Vistry Group; Telford; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading residential developer is seeking a Customer Service Coordinator to join their team near Castle Donington. The role involves liaising with customers and contractors to ensure timely resolution of inquiries and provide excellent service. Candidates should possess strong communication skills and experience in a similar environment. Flexible working options are available, along with competitive benefits including salary, holidays, and training opportunities.

Benefits

Competitive salary and annual bonus

Up to 33 days annual leave plus bank holidays

Private medical insurance

Enhanced parental leave

Life assurance at 4x salary

Employee rewards portal

Qualifications

• Experience in a fast-paced customer service environment.
• Ability to handle complaints and challenging situations.
• Excellent communication skills and effective teamwork.

Responsibilities

• Handle customer service inquiries via email and phone.
• Issue instructions to subcontractors for timely resolution.
• Ensure completion of remedial works within 28 days.

Skills

Customer service experience

Proficiency in Microsoft Office

Strong communication skills

Teamwork skills

Problem-solving abilities

Education

5 GCSEs including Maths & English

Customer Service qualification

Tools

Microsoft Excel

Microsoft Outlook

Job description

Role Overview

• ID: 2025-7519
• Entity: Vistry
• Region: Vistry North Midlands
• Department: Customer Service
• Contract Type: Permanent - Full Time
• Job Location: Castle Donnington, Leicestershire
• Date Posted: 24.06.2025

We have a fantastic opportunity for a Customer Service Coordinator to join our team within Vistry North Midlands, at our new office near Castle Donington (exact location to be confirmed). As a Customer Service Coordinator, you will liaise with customers, partners, technicians, and subcontractors to ensure customer service cases are completed promptly and within SLA. You will handle customer concerns via telephone or email and appoint contractors for snagging or defect issues in our homes.

We value in-person collaboration and team culture but are committed to supporting flexible working where possible. Please raise any specific requirements during the interview process to explore accommodations.

What’s in it for you...

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available
• Up to 33 days annual leave plus bank holidays, increasing to 39 days with service
• 2 Volunteering days per year
• Private medical insurance (employee paid)
• Enhanced maternity, paternity, and adoption leave
• Competitive pension scheme via salary sacrifice
• Life assurance at 4x your annual salary
• Share save and share incentive schemes
• Employee rewards portal and more benefits

What we expect from you...

• Behave in line with our values: Integrity, Caring, and Quality
• Experience in a fast-paced, similar environment
• Proficiency in Microsoft Office, Excel, Outlook
• Ability to handle complaints and challenging situations
• Patience and composure under pressure
• Strong planning and organizational skills
• Problem-solving and decision-making abilities
• Polite, tactful, and assertive attitude
• Excellent communication skills
• Teamwork skills
• Commitment to working as needed to meet business needs

Desirable qualifications...

• 5 GCSEs or equivalent including Maths & English
• Customer Service qualification
• Experience with residential house building, customer-facing roles
• Knowledge of building regulations and legal obligations
• Good written English grammar
• Touch-typing ability

Role details...

• Handle customer service inquiries via email and phone, ensuring prompt and organized responses aligned with SLAs to promote positive customer experiences.
• Issue instructions to subcontractors and follow up for timely resolution.
• Follow up on remedial works to ensure completion within 28 days where possible.
• Provide excellent customer service with empathy and understanding.
• Communicate effectively with internal teams and build strong working relationships.
• Maintain accurate and up-to-date records in our database system.
• Ensure all customer service KPIs meet company standards.
• Adhere to health and safety requirements at all times.

About us...

We build more than homes; we’re making Vistry. As a responsible developer and award-winning employer, we live by our ethos of doing the right thing. Our values—Integrity, Caring, and Quality—guide us in developing sustainable communities across affordable and private housing. We operate in a partnership-led way, with renowned brands like Bovis Homes, Linden Homes, and Countryside Homes. We are also a UK Green Building Council member, a top five UK housebuilder with a five-star customer satisfaction rating, and have received numerous awards including Top Employer and Best for Talent Attraction.

Join us in making Vistry.

Benefits...

• 28 days’ holiday plus UK Bank Holidays; options to carry over or buy additional days
• Auto-enrolled pension with contributions (employee 4%, employer 6%) with salary sacrifice options
• Two paid volunteer days annually
• Various training, support, and recognition programs